Planning for COVID-19

The COVID-19 pandemic has impacted all of us and with schools now closed (until further notice) the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed a short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

Series 3 is now available to book in Upcoming Modules


Free Webinar - Critical Workforce Planning: Getting the Right Care to the Right Place at the Right time. Sponsored by Anaplan

24th June 2021, 15:00

How to Leverage Workforce Planning to Build Resilience and Organizational Agility 

To save lives and help people access appropriate care within 7 minutes across a 3,500 square miles area, 24/7 is no easy feat. It requires finely tuned operations that are accurately staffed and coordinated, whilst serving the community with optimal deployment of ambulances and paramedics. 

Join us on Thursday 24th June for a conversation with Steve West, Director of Planning and Performance Forecasting at South Central Ambulance Service (SCAS), on the growing importance of having a robust workforce plan to deliver safe and reliable care for patients. Hear how Connected Planning has improved SCAS’s ability to plan against the realities of the pandemic, and their ability to meet key KPIs.

During this webinar, you’ll discover how your organisation can become more agile by:
 - Building a planning model that links from the demand through to resource needs
 - Integrating models to see direct impact of extra demand, and 
 - Driving and improving everyday operations with continuous planning.

Free Webinar – Top Challenges contact centres face around scheduling & forecasting and how to overcome them. Sponsored by Business Systems

22nd June 2021, 12:00

Forecasting and scheduling accurately within a contact centre is key to a successful operation.

However, many contact centre leaders and workforce planners face challenges with their forecasting and scheduling accuracy, with these challenges ranging from hybrid working, historical data, agent engagement and the rise of digital channels. 

Join Phil Anderson, Director at The Forum, he will be discussing how contact centres can address their top scheduling and forecasting challenges with Scott Budding and Neil Draycott of Business Systems.

Our webinar will cover:
 - How to forecast with historical data which may be skewed 
 - Top tips on addressing a hybrid workforce in 2021 and beyond
 - Top tips on how to address employee wellbeing and agent engagement
 - How to position your contact centre with the transition to self-service and digital channels while providing an exceptional customer service

Free Webinar: Planning for COVID-19 Series 2: 365 Days Later

Hosted 11th March 2021

March will bring the 1st birthday of COVID-19 as a Pandemic and the month which first saw the United Kingdom introduce a National lockdown. This webinar will explore the patterns, the trends and the lessons learned by the Customer Contact industry.

Free webinar: Simplified Workforce Management Sponsored by Eleveo

Hosted on 21st January 2021

Join Phil Anderson Director at The Forum & Dan Solomon & Liam Anderson of Eleveo, for a discussion on how we rethink the complexity of forecasting and scheduling to create a simplified and trusted plan which is understood by the business. Whether this is your first step into planning, or you are an experienced planning professional this webinar will be of interest. 

 - Understand key principles to forecasting and how to use these effectively
 - Simplified scheduling, providing choice and control for you advisors
 - How all levels in your organisation will benefit from a simpler approach to WFM
 - How to provide meaningful on-the-day insight
 

Free Webinar: Planning for COVID-19 Series 2: Forecasting with no data: Building Predictions that are trusted

Hosted on 21st Jan 2021 by Ian Robertson

Following on from the previous webinar, we will start to look at methods for building supply & demand forecasts when data is limited or not available.

Sponsored by Eleveo

Free Webinar: Planning for COVID-19 Series 2: What do we know and what will be different?

Hosted on 14th January 2021 by David Preece

With the latest lockdown now in place we need to understand what we can learn from our experience of 2020 whilst recognising the differences and new challenges we could face. This interactive webinar will cover:   
 - Lessons learned, tagging data and creating a framework for reference
 - Understanding what we know and the impact of this
 - Recognising what we don’t know and how this will be different

Free Webinar: The power of partnerships in association with Intradiem

Hosted on 5th November 2020

 - The power of partnerships: learn how to link Strategic Planning through to on-the-day planning, responding quickly to change and accelerating results
 - Strategic Planning, implementing the strategy creating the right operating model
 - Planning & analysis, day-to-day challenges becoming opportunities
 - Planning for wellbeing, creating meaningful work and a respectful culture

Free Webinar: The Agents' Voice - hear what they have to say

Hosted on 22nd October 2020

Research findings that will surprise you

QStory will share with you recently conducted research with Contact Centre agents to understand what really drives them, why they move jobs, what makes them happy, what they think makes the customer happy and why they want to stay with their employer.

Join QStory's COO Fiona Coleman and Customer Success Manager, Tony D'Cruze are joined by Marcus Hickman from Davies Hickman and special guest Martin Teasdale.

Data Visualisation

Hosted on 22nd July 2020 By Ian Robertson

Explore effective ways of presenting data in a meaningful, interesting and engaging way. Improve the way you inform and persuade your key stakeholders.  
 - Understand why your existing reports don’t excite or engage your stakeholders
 - Learn the basics of data visualisation and how to communicate information
 - Apply “2 key questions” and start the use the tools and resource you need 

The pattern of great presentations

Hosted on 20th July by Ian Robertson and Alison Conaghan

In this module we look at how techniques from great speakers through history can be used to bring your presentations to live and bring your audience on your journey.

About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

National Conferences 2021
w/c 1st November Virtually and 9th November face-to-face
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch
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High Peak
SK17 1DL

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